Using foundational ITIL concepts, the Service Desk is a single point for operational support for customers. The Director – Service Desk is responsible for building and managing the Service Management organization which ensures operational services are delivered to customers efficiently and effectively.
The Director - Service Delivery will help develop an ITIL based helpdesk methodology and implement a new Service Desk system and manage the day-to-day staff and related operational processes. The Service Desk will provide the customer a means to request new services, request changes to a service, or report an impacted service, such as an outage. The Service Desk team will develop policies and procedures which outline how problems are identified, documented, assigned and corrected.
Will help develop and monitor Service Level Agreements and Operational Level Agreements for services provided to or in support of customers and report on this Key Performance Indicators.
The system owner for all monitoring systems, proving the staff and processes to support monitoring implementation configuration, event alarm notification, incident response, and problem management.

2. Relevant Qualifications
The successful candidate will hold one or many of the following qualification(s):
• Broad understanding of technology, with a focus on infrastructure systems and principles
o virtual server systems, such as VMWare,
o networking technologies including hardware and principles,
o storage systems, SANs,
o servers,
o operating systems
• Ability to build and train a staff of Service Desk Analysts to provide Level One support
• Experience in building consensus around policy and process
• Experience with documenting policy, process and procedure
• Customer-centric outlook; a customer advocate
• Experience in developing processed to track and analyze trends and generate statistical reporting
• Strong understanding of ITIL service management principles
o ITIL v3 certification – Foundation suggested, Practitioner or Master preferred
• Four year degree in Information Systems or Information Technology Management
• Responsive and available

3. Relevant Experience: Recruitment Document

The successful candidate will have experience in many or all of the following:
• Experience in a multi-tenant, multi-customer environment
• Experience with a 24 hour x 365 day production environment with 99.99% uptime
• Experience with entry-level and junior staff, including mentoring and professional development
• Has managed a staff of at least ten
• Has managed more than one functional group
• Strong understanding of Service Level Agreements and related management reporting
• An Agent of Change – identify a need, gather consensus, and implement change
• Successfully developed policy, process, and procedure documentation (examples required)

Please reply with your updated word doc format resume along with below details ASAP for the next process: